Senior Vice President of Customer Success

Senior Vice President of Customer Success About the Company We are a rapidly expanding B2B SaaS company at the forefront of the Information Technology and Services industry. About the Role We are seeking an exceptional Senior Vice President of Customer Success to lead our Customer Experience organization with strategic and operational excellence. In this pivotal role, you will oversee the enhancement of key performance indicators such as Net Revenue Retention, churn reduction, Customer Satisfaction, and Net Promoter Score (NPS). Your responsibilities will include designing and implementing scalable processes for onboarding, renewals, and customer expansion. You will also be responsible for driving cross-functional alignment to ensure a seamless and engaging customer journey. The ideal candidate will possess a proven history of driving retention and expansion effectively, demonstrating strong operational insight and the ability to transform the support team into a proactive, data-driven organization. To qualify for this role, you should have a minimum of 12 years of experience leading customer-facing teams in the B2B SaaS sector, with at least 5 years in a senior executive leadership position. We are looking for a leader with exceptional executive presence, refined communication, and influencing skills, who can passionately advocate for customer retention through measurable outcomes. A deep understanding of customer lifecycle management, onboarding methodologies, and renewal processes is essential. Familiarity with SaaS tools such as Salesforce, Gainsight, HubSpot, Intercom, or Zendesk will be advantageous. Your role will be crucial in our growth phase, where you will be responsible for developing playbooks, reporting systems, and creating effective leadership structures to support the seamless scaling of our business. Hiring Manager Title CEO Travel Percent Less than 10% Functions Operations